Articles by Belinda Roets

About Belinda Roets

Belinda is passionate about call centre efficiency, having been in the contact centre space for over 15 years.

She is the co-founder of Quality Connex, where she runs operations and oversees shared services and consulting. In past lives, she has run consulting for NSC, managed an AsiaPac Service Desk operation and been a trainer.

The secret to quality leadership in call centres

The secret to quality leadership for your contact centre leaders

March 1, 2018 Last Updated: December 22, 2018
Belinda Roets 0

There is no doubt that quality leadership is the key to a successful call centre and the Team Leader role plays a critical role in delvering leadership to your frontline staff. Ensuring your frontline managers deliver quality leadership however sometimes requires some outside thinking.

How to integrate a CRM tool into your call centre

How to integrate a CRM system into your call centre

October 26, 2017 Last Updated: January 16, 2019
Belinda Roets 0

Discover the options on how to integrate Salesforce CRM into your call centre and start reaping the benefits of an improved customer experience.

6 Team Building Ideas for your Call Centre

August 29, 2017 Last Updated: December 20, 2018
Belinda Roets 0

We share some great team building ideas for your call centre to get your team up and firing to boost morale and improve performance.

What is Web Voice Synchronisation (WVS)?

August 7, 2017 Last Updated: January 15, 2019
Belinda Roets 0

Web Voice Synchronisation (or WVS) provides call centre and marketing departments huge power to personalise the customer experience and track campaigns providing powerful data to analyse the success of marketing campaigns and improve conversion rates.

Using call centre technology to improve productivity

August 1, 2017 Last Updated: January 18, 2019
Belinda Roets 0

If your call centre is still doing things manually we’ve got 3 tips on using call centre technology to improve productivity. Whether its to more efficiently handle inbound calls or increase your capacity with outbound calls these three tips are sure to help.

Implementing live chat into the contact centre

4 Tips for effectively implementing live chat into a contact centre

July 24, 2017 Last Updated: January 14, 2019
Belinda Roets 0

Implementing live chat to your call centre is a great way to improve your CX, increase sales and improve productivity. Here’s some tips to make sure you get it right.